Customer Experience & Ticket Operations Coordinator

Customer Experience & Ticket Operations Coordinator

Full-Time | Overland Park, Kansas

Must be available to work a flexible schedule including weekends, holidays and varying hours.

About TFL (Tickets For Less)

At TFL, we are passionate about creating Memories For Life for sports fans, music lovers and event goers across the country. We partner with sports properties, professional teams, college athletic departments, venues and fans to enhance the live event experience and drive attendance.

As a Top 10 ticket reseller in the country, TFL offers employees a front-row seat into the fast-paced, ever-evolving ticketing industry. We pride ourselves on an open, collaborative culture where hard work meets fun.

Headquartered in the greater Kansas City area, TFL has over 20 years of success with continued growth and expansion into markets like Tuscaloosa, AL and Omaha, NE, were looking to add talented team members to #teamTFL.

Reports To

Senior Vice President of Operations / Director of Operations / Director of Customer Service

Job Summary

The Customer Experience & Ticket Operations Coordinator plays a key role in delivering exceptional service while ensuring operational excellence across ticketing processes. This position blends customer support, ticket operations, and sales support, requiring strong attention to detail, problem-solving skills and a passion for live events.

You will manage ticket orders, assist customers across multiple channels, maintain inventory accuracy, and collaborate with internal teams and marketplace partners to ensure seamless transactions.

Key Responsibilities

• Deliver best-in-class service to retail, marketplace and private-label customers via phone, email and in-person interactions
• Assist customers with ticket purchases, delivery, access and issue resolution
• Manage and fulfill ticket orders accurately and in a timely manner
• Work within Point-of-Sale and CRM systems (e.g., HubSpot) to process transactions and track customer interactions
• Maintain and update ticket inventory across internal systems and external marketplaces
• Collaborate with partners such as StubHub, Vivid Seats and SeatGeek to resolve order issues
• Monitor and respond to critical communications to ensure smooth order execution
• Support revenue generation through direct customer interactions and promotion of offers and discounts
• Execute CRM strategies to enhance customer engagement and retention
• Ensure proper documentation of all customer interactions and adherence to processes
• Proactively identify fraud risks and follow security and payment handling procedures
• Contribute ideas to improve processes, efficiency and customer experience
• Work cross-functionally with team members to achieve department and company goals

Qualifications

• Bachelors degree in Sports Management or a related field preferred
• Experience or internships in ticketing, sports, live entertainment, retail or hospitality preferred
• Strong verbal and written communication skills
• Excellent organizational skills and attention to detail
• Ability to multitask and prioritize in a fast-paced environment
• Self-motivated with the ability to work independently and as part of a team
• Comfortable working under pressure and solving problems quickly
• Passion for sports and/or live entertainment

Compensation & Benefits

• Competitive salary
• Discretionary performance bonuses
• 401(k) with company match
• Unlimited vacation
• Medical, dental and vision insurance
• Long-term and short-term disability
• Life insurance
• Paid parental leave

Company Perks

• $1,000 annual employee ticket credit
• Employee referral program
• Casual dress code
• Company outings and access to premier live events (including suite experiences)
• Complimentary breakfast, lunch, snacks and beverages